What are the responsibilities and job description for the Helpdesk Technician Level 1 position at TACTACAM?
Job Details
Helpdesk Technician Level 1
Company Overview
Tactacam is a leading innovator in the outdoor and action camera industry, with over 600,000 active customers and a commitment to delivering cutting-edge technology. We pride ourselves on fostering a remote-first culture that encourages career growth and innovation.
Job Overview
The Helpdesk Technician – Level 1 serves as the first point of contact for users experiencing technical issues with hardware, software, and network connectivity. This role is responsible for providing prompt, efficient troubleshooting and resolving common IT problems. Complex or unresolved issues are escalated to higher-level technicians as needed, ensuring a seamless support experience for end users.
Responsibilities
● Provide First-Line Technical Support:
○ Respond promptly to incoming calls, emails, and support tickets from users reporting technical issues.
○ Document, prioritize, and track all incidents in the ticketing system, ensuring timely resolution or escalation.
○ Diagnose and resolve routine hardware, software, and network connectivity issues, delivering clear and concise troubleshooting steps to end users.
○ Escalate complex technical issues to senior technicians or other departments as needed.
● User Account Management:
○ Create, modify, and delete user accounts in Active Directory (or similar systems).
○ Perform password resets and unlock accounts to maintain seamless access to IT resources.
○ Manage user permissions and access to internal systems, ensuring compliance with organizational policies.
● Software Installation and Configuration:
○ Install, configure, and update software applications on user workstations and laptops.
○ Troubleshoot installation issues and software configuration problems to ensure smooth operation.
○ Keep software up to date by performing regular updates and patches.
● Hardware Setup and Maintenance:
○ Set up new workstations, laptops, and other hardware components for users.
○ Install and configure hardware as needed, troubleshooting and resolving hardware-related issues.
○ Ensure that all equipment is functioning properly and meets operational standards.
● Knowledge Base Contribution:
○ Document solutions for common issues and provide clear, user-friendly instructions.
○ Develop and update internal knowledge base articles, FAQs, and user guides.
○ Continuously improve troubleshooting processes and enhance the self-service resources available to end users.
Qualifications
Requirements
● Education:
○ High school diploma or equivalent required.
○ Associate’s degree in Computer Science or related field preferred.
○ Relevant certifications (e.g., CompTIA A , Network , Security ) are a plus.
● Experience:
○ 1–2 years of experience in a technical support or helpdesk role, or equivalent hands-on experience.
○ Strong understanding of computer hardware, software, and networking concepts.
○ Experience with multiple operating systems, including ChromeOS, macOS, and Windows.
● Skills:
○ Excellent problem-solving and troubleshooting abilities.
○ Strong verbal and written communication skills.
○ Ability to provide clear, user-friendly guidance to non-technical users.
○ Ability to prioritize tasks effectively and manage multiple support requests simultaneously.
○ Demonstrated patience and empathy in customer service situations.
○ Ability to work both independently and collaboratively in a team environment.
● Preferred Experience:
○ Familiarity with Google Workspace, Microsoft Admin Center, Intune, Jamf, and Okta.
Additional Information
● Working Hours: Occasional evening and weekend shifts may be required based on company needs.
● Physical Requirements: The position may involve sitting for extended periods and occasional lifting of computer equipment (up to 25 lbs).
● Career Growth: This role provides opportunities for advancement to higher-level positions, including Helpdesk Technician – Level 2 or other IT-related roles within the organization.
Comprehensive Benefits Package:
Our benefits include Medical, Dental, and Vision coverage to ensure your well-being. Plan for the future with our 401k plan, and take time off to recharge with PTO. We've got you covered with Disability Insurance and Life Insurance too!
Location Limitations:
Please note at this time, we are not accepting applications from candidates based in Alaska (AK), California (CA), Connecticut (CT), Delaware (DE), Hawaii (HI), Louisiana (LA), Massachusetts (MA), New Mexico (NM), New York (NY), Oregon (OR), Washington (WA), Washington, D.C. (DC), Illinois (IL), or Wyoming (WY). We encourage candidates from other locations to apply for our open positions.
Equal Opportunity Employer:
Tactacam is an equal opportunity employer and does not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a fair and inclusive work environment for all, and we encourage individuals of all backgrounds to apply for our open positions. If you require reasonable accommodation during the application process, please let us know, and we will be happy to assist.
